Technical Support Engineer

Rackspace Technology

Responsibilities:

• Provide first-level support for IT incidents and service requests across various enterprise technologies, ensuring timely resolution and accurate documentation
• Monitor infrastructure components, including compute, storage, networking, security, and cloud environments, responding to alerts and performing initial troubleshooting
• Perform basic administration tasks such as system health checks, log analysis, and routine maintenance activities
• Assist in configuring, provisioning, and maintaining IT systems, including virtualization, cloud platforms, security appliances, and networking devices
• Escalate complex issues to L2/L3 teams while ensuring proper knowledge transfer and ticket documentation
• Follow IT service management (ITSM) processes and best practices, adhering to SLAs for incident response and resolution
• Assist in backup and disaster recovery operations, ensuring data integrity and availability
• Support access management, identity verification, and security compliance procedures
• Document troubleshooting steps, issue resolutions, and system configurations in the knowledge base
• Participate in shift-based operations, including weekends and on-call support as required

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 1-3 years of experience in an IT support or infrastructure monitoring role
• Basic knowledge of enterprise IT infrastructure, including compute, storage, networking, security, and cloud platforms
• Familiarity with ITSM tools (ServiceNow) and ticketing systems
• Experience with monitoring tools for system health checks and log analysis
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, VLANs)
• Strong troubleshooting and diagnostic skills with an analytical approach
• Excellent verbal and written communication skills
• Ability to work in a fast-paced, team-oriented environment
• Customer-centric mindset with the ability to handle technical queries efficiently

Nice to have:

• Certifications such as VMware VCTA, CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator
• Experience with automation tools and scripting (PowerShell, Bash, Python)
• Basic knowledge of cloud computing platforms and hybrid cloud environments
• Understanding of cybersecurity principles and endpoint protection solutions
• Experience with identity and access management tools
• Familiarity with IT asset management and compliance tracking
• Exposure to containerized environments and orchestration tools